Job Description – Service Manager
Position:
Service Manager

Experience:
4–7 Years

Industry Preference:
Internet / Consumer Tech / Premium Services

Education:
Bachelor’s Degree

Team Size:
50+ Members

Location:
Thane

About The Role
We are looking for an experienced and dynamic
Service Manager
to lead a large customer service and premium matchmaking/service team. The role will be responsible for driving
service delivery, customer experience, sales, operations, quality, and overall business performance
.

The ideal candidate should be strategic yet hands-on, with solid experience in
team management, value & volume sales, customer service operations, and process improvement
.

Key Responsibilities
- Lead and manage a team of 50+ members, ensuring strong productivity, performance, and service quality.
- Own P&L;, service delivery, quality, and business success metrics for the team.
- Develop and execute strategies to improve customer satisfaction, retention, service quality, and overall customer experience.




- Understand premium/HNI customer segments and create personalized, empathetic, and high-quality service experiences.
- Drive quarterly and annual sales targets, with strong exposure to both value and volume selling.
- Monitor and improve key operational metrics including:
- CSAT – Customer Satisfaction Score
- AHT – Average Handle Time
- Quality Scores
- SLA – Service Level Agreement
- Shrinkage
- Attrition
- Identify process gaps and use data/analytics to improve operational efficiency and service outcomes.
- Drive performance management through clearly defined and industry-best performance metrics.
- Leverage technology and automation to improve service quality and reduce productivity losses.
- Develop effective escalation-management processes and ensure timely resolution of critical customer issues.
- Plan and manage rapid team expansion while maintaining service quality and operational standards.
- Work closely with cross-functional teams to drive business g

📌 Service Manager (Thane)
🏢 Docdort
📍 Thane